City of Ontario 2021 Resident Satisfaction Survey Results
The City of Ontario 2021 Resident Satisfaction Survey indicates that over three-fourths of residents rate Ontario as an excellent or good place to live. The survey covers various aspects including demographics, rating of the city as a place to live, perception of the city's direction, and residents' likes and dislikes about living in Ontario.
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City of Ontario 2021 Resident Satisfaction Survey 320-951
Survey Specifics and Methodology Dates May 10-23, 2021 Survey Type Dual-mode Resident Survey Research Population Adult Residents in the City of Ontario Total Interviews 544* (Full Sample) 4.4% at the 95% Confidence Level (Half Sample) 6.2% at the 95% Confidence Level Margin of Sampling Error Email Invitations Text Telephone Calls Contact Methods Invitations Telephone Interviews Online Survey Data Collection Modes Languages Telephones in English and Spanish; Online in English Only (Note: Not All Results Will Sum to 100% Due to Rounding) * 544 meets the margin of error needed to verify the survey. Over 25,000 residents were contacted. 2
Over three-fourths rate the City of Ontario as an excellent or good place to live. Excellent/Good Just Fair/Poor Whites 77% 23% Latinos 76% 24% Excellent 18% Excellent/ Good 76% All People of Color 77% 23% Language of Interview: Spanish Only Good 58% 82% 18% Ages 18-49 Just fair 21% 73% 27% Ages 50+ 82% 18% Dads 24% 76% Men With No Children 82% 18% Poor 2% Moms 69% 31% Women With No Children 78% 22% Q4. Generally speaking, how would you rate Ontario as a place to live: is it an excellent place to live, a good place, just fair, or a poor place to live? 4
Two-thirds believe the City is headed in the right direction. Would you say that things in the City of Ontario are generally headed in the right direction or do you feel that things are off on the wrong track? Right Direction 66% Don't Know 18% Wrong Track 16% Q5. 5
Some of the things residents like best about living in Ontario is its small-town feel and the community. What do you like best about living in Ontario? (Open-ended Grouped Responses; Responses 2% and Above Shown) Safe/quiet/small town feel Community/neighbors/city Location general/convenience 20% 14% 13% 12% Location (close to LA, freeway, ocean, mountains, shopping, parks) City government/parks/maintenance/police Activities/shopping/food/has everything Open space/environment/views 9% 8% 6% 5% 4% 4% 4% 4% 3% 3% 2% 2% 2% Affordable Family/home/grew up here/20+ years General (nice place to live) Growth/opportunities Location (close to airport) Don't like it/use to like it until Little traffic/low population Diversity Location (close to family) Schools Other 4% Don't know 2% Q6. 6
Some of the things residents said they liked about living in Ontario: I'm a homeowner, the housing is affordable. Its a really cool town outside of LA but you don't have to deal with the chaos of LA. I enjoy the mix of residential and commercial, I feel the commercial aspect helps to keep taxes lower for residents. Crime is well dealt with. I feel safe. Ontario is expanding and offering a lot more places to go to. More things to do locally as opposed to going to LA or OC. I like the rural atmosphere and the ease of getting around town. Love community events, concerts at the parks, parades. Tight knit community around the area I live. I like the safety of living here and I've lived my whole life and I like the friendly people. The airport, the shopping centers and access to multiple freeways. Where I am, I currently have everything needed within a short travel time 7
Homelessness and crime are some of the most serious issues perceived in Ontario. What do you think is the most serious issue facing the residents of Ontario that you would like to see City government do something about? (Open-ended Grouped Responses; Responses 2% and Above Shown) Homelessness 28% Crime 18% Street maintenance 8% Housing costs/affordable housing Traffic congestion Speeding/unsafe traffic conditions Drugs/drug abuse (IN GENERAL) Blight/abandoned buildings Fireworks/explosions Jobs/keeping and attracting businesses Greater police presence Revitalizing neighborhoods Enforcing codes/residence regulations Construction/development/overpopulation COVID prevention/recovery/in general 7% 6% 4% 3% 3% 3% 2% 2% 2% 2% 2% 2% Other 12% No/none/nothing/everything is fine/good 4% Don't know 9% Q7. 8
Some of the most serious issues residents mentioned: Homelessness, the cost of issue, and then maybe sometimes gangs here but then again it's pretty quiet here. We need more affordable housing. The homeless population. Some strip malls have a lot of empty businesses that should be occupied and the homeless hang out there. There's too much construction happening at the same time causing a lot of traffic. The neighborhoods are looking run down. The people violate code violations. There are some areas that look really rundown. Drivers using excessive speed/reckless driving on major streets such as Holt and San Antonio. Crime and fireworks! Jobs. They seem to be mostly warehouse jobs. More varieties in work could turn Ontario into a desirable place to settle down. Air quality, as the area of Ontario Ranch is quite dusty. The smell from all the cow farms. Q7. What do you think is the most serious issue facing the residents of Ontario that you would like to see City government do something about? 9
Similarly, some of issues residents are most concerned about include the number of homeless individuals, crime in general, and the loss of local businesses. (Ranked by Very/Somewhat Serious Concerned) Very/Smwt. Ser. Conc. Very Ser. Conc. Smwt. Ser. Conc. Not Too Ser. Conc. Not at All Ser. Conc. Don't Know ^The number of individuals who 55% 29% 10% 84% are homeless ^Crime in general 78% 40% 38% 15% 5% The loss of local businesses 35% 43% 12% 78% 6% The cost of housing 75% 46% 29% 19% 5% A lack of affordable housing 42% 29% 17% 7% 6% 71% Drug usage and drug abuse 71% 40% 32% 15% 8% 6% Q9. I d like to read you a list of issues. Please tell me if you have a very serious concern, a somewhat serious concern, not too serious a concern or not at all serious concern about this issue in the City of Ontario. ^Not Part of Split Sample 10
Continued (Ranked by Very/Somewhat Serious Concerned) Very/Smwt. Ser. Conc. Very Ser. Conc. Smwt. Ser. Conc. Not Too Ser. Conc. Not at All Ser. Conc. Don't Know Use and abuse of drugs such as opioids and fentanyl 68% 41% 28% 14% 13% Speeding and unsafe driving 39% 28% 24% 7% 67% The economic impacts of the 40% 27% 22% 6% 6% 66% coronavirus The quality of public education 60% 30% 31% 16% 14% 10% ^The amount of taxes people have to pay for city services 26% 33% 27% 9% 59% 5% The amount of truck traffic 59% 23% 36% 27% 11% Q9. I d like to read you a list of issues. Please tell me if you have a very serious concern, a somewhat serious concern, not too serious a concern or not at all serious concern about this issue in the City of Ontario. ^Not Part of Split Sample 11
Continued (Ranked by Very/Somewhat Serious Concerned) Very/Smwt. Ser. Conc. Very Ser. Conc. Smwt. Ser. Conc. Not Too Ser. Conc. Not at All Ser. Conc. Don't Know Local air quality 56% 22% 34% 30% 11% The lack of afterschool and youth recreational programs 55% 28% 26% 19% 13% 14% Rundown and abandoned 51% 28% 23% 31% 15% buildings Inefficiency in City government 22% 30% 24% 11% 13% 51% The amount of growth and development 16% 30% 29% 18% 6% 47% The number of warehouses and industrial buildings in the city 44% 15% 28% 34% 19% A lack of park space in the city 39% 17% 22% 33% 27% Q9. I d like to read you a list of issues. Please tell me if you have a very serious concern, a somewhat serious concern, not too serious a concern or not at all serious concern about this issue in the City of Ontario. Split Sample 12
Perceptions of Ontario City Government 13
Over half say that the City is doing an excellent or good job at providing services to its residents. Excellent/Good Just Fair/Poor Whites 62% 29% Latinos 60% 34% Excellent 9% Excellent/ Good 57% All People of Color 57% 35% Good 49% Language of Interview: Spanish Only 61% 34% Just fair 28% Ages 18-49 52% 41% Ages 50+ 69% 23% Dads Poor 7% 60% 33% Men With No Children 64% 29% Don't Know 8% Moms 47% 47% Women With No Children 58% 30% Q8. How would you rate the overall job being done by Ontario City government in providing services to Ontario residents? Would you say City government is doing an excellent job, a good job, just a fair job or a poor job? 14
Residents are very satisfied with the Citys fire protection and paramedic services, 911 emergency response, and library services. (Ranked by Mean Score) Mean Score 7 (Very Satis.) & 6 5 (Smwt. Satis.) 4 (Neutral) 1 (Not at All Satis.), 2 & 3 Don't Know Fire protection and paramedic services 60% 16% 7% 13% 5.9 911 emergency response 5.7 50% 15% 7% 24% Library services 5.7 49% 15% 8% 24% 5% Landscaping on street medians and other public areas 5.1 47% 20% 14% 16% Tree trimming 5.1 47% 20% 13% 15% Special City events, such as the 4th of July parade, and summer concerts in the park 5.1 41% 18% 10% 16% 15% Q10. I would like to read you a list of specific services provided by Ontario s city government to residents of the City. I would like you to tell me how satisfied you are personally with the job that Ontario s city government is doing in providing that service for the City s residents. We will use a scale of 1 to 7, where 1 means NOT AT ALL SATISFIED with the service and 7 means you are VERY SATISFIED with the service. 15
Continued (Ranked by Mean Score) Mean Score 4.9 7 (Very Satis.) & 6 5 (Smwt. Satis.) 4 (Neutral) 1 (Not at All Satis.), 2 & 3 Don't Know Police protection in your neighborhood 40% 22% 14% 20% Maintaining traffic safety 4.9 36% 28% 14% 16% 5% Senior programs 4.9 22% 13% 10% 11% 44% Sidewalk maintenance 4.7 35% 23% 16% 22% Preventing street flooding 4.7 34% 21% 12% 22% 11% Parking enforcement 4.7 28% 19% 11% 19% 23% Regulation of people selling things 4.6 32% 19% 11% 22% 15% on street corners Cultural and arts opportunities 4.6 24% 20% 11% 19% 26% After-school activities for young people 4.6 22% 17% 13% 14% 35% Q10. I would like to read you a list of specific services provided by Ontario s city government to residents of the City. I would like you to tell me how satisfied you are personally with the job that Ontario s city government is doing in providing that service for the City s residents. We will use a scale of 1 to 7, where 1 means NOT AT ALL SATISFIED with the service and 7 means you are VERY SATISFIED with the service. 16
Continued (Ranked by Mean Score) Mean Score 7 (Very Satis.) & 6 5 (Smwt. Satis.) 4 (Neutral) 1 (Not at All Satis.), 2 & 3 Don't Know Keeping City streets and alleys clean 34% 20% 17% 26% 4.5 Programs that protect the environment 4.5 20% 18% 14% 18% 30% Local road maintenance 4.4 30% 23% 16% 29% Management of city government 4.4 18% 18% 12% 16% 36% finances Enforcement of poorly maintained housing and buildings 4.0 18% 19% 14% 31% 18% Addressing homelessness 3.2 12% 13% 12% 52% 12% Q10. I would like to read you a list of specific services provided by Ontario s city government to residents of the City. I would like you to tell me how satisfied you are personally with the job that Ontario s city government is doing in providing that service for the City s residents. We will use a scale of 1 to 7, where 1 means NOT AT ALL SATISFIED with the service and 7 means you are VERY SATISFIED with the service. 17
Most find introducing and/or expanding both senior and youth programs and services in Ontario to be very or somewhat important. Senior Services and Programs Youth Services and Programs Very/ Somewhat Important 94% Very/ Somewhat Important 90% Very important 70% 57% Somewhat important 24% 33% Not too important 3% 4% Not at all important 1% 2% Don't know 2% 4% Q11. (Next) The City of Ontario is considering introducing and/or expanding activities for Ontario s children and youth. Please tell me if you think it is very important, somewhat important, not too important, or not at all important for the City to fund new or expanded activities for Ontario s children and youth. Q12. (Next) The City of Ontario is considering introducing and/or expanding programs and services for Ontario seniors. Please tell me if you think it is very important, somewhat important, not too important, or not at all important for the City to fund new or expanded programs and services for Ontario s seniors. 18
Perceptions of Safety in the City of Ontario 19
Most residents feel safe walking in their neighborhood at night but are split about how safe they feel in the park closest to them. In Your Neighborhood In the Park Closest to You Total Safe 63% Total Safe 42% Very safe 27% 17% Somewhat safe 35% 25% Neither safe nor unsafe 11% 12% Somewhat unsafe Total Unsafe 26% Total Unsafe 42% 16% 21% Very unsafe 10% 21% Don t know/No opinion 0% 4% Q13. How safe do you feel walking around at night __________? Do you feel safe, unsafe, or neither safe nor unsafe? 20
Although a third feel that crime in their neighborhood has increased in the last five years, a plurality feels it has stayed the same. Total Increased Stayed the Same Total Decreased Don't Know Total Increased 33% Dads Increased a lot 27% 44% 17% 17% 12% Men With No Children Moms Women With No Children 31% 43% 15% 12% Increased a little 16% 44% 38% 13% 5% 30% 48% 13% 9% Stayed the same 43% Homeowners 35% 44% 12% 9% Total Renters Decreased a little 29% 42% 15% 14% 7% Decreased 11% Decreased a lot 4% 91761 35% 43% 11% 11% 91762 32% 43% 13% 13% Don't know 13% 91764 30% 44% 15% 11% Q14. Thinking about the last five years, do you think crime in your neighborhood has increased, stayed the same, or decreased? 21
Over two-thirds say they are satisfied with the City s efforts to communicate with its residents. Total Satisfied Total Dissatisfied Language of Interview: Spanish Only Very 80% 18% 23% Total Satisfied 68% satisfied Somewhat satisfied 45% Ages 18-49 64% 30% Ages 50+ 76% 21% Somewhat dissatisfied 19% Total Dissatisfied 27% Very 8% dissatisfied High School Educated 61% 32% Some College Education 70% 24% Don't Know 5% Four-year College 72% 26% or More Q15. How would you rate your satisfaction with the City of Ontario s efforts to communicate with City residents through mail, online, and other means: Would you say you are very satisfied, somewhat satisfied, somewhat dissatisfied or very dissatisfied? 23
At least half of all residents say they frequently or occasionally use Ontario Living Magazine and the City s website to obtain City-related information. (Ranked by Frequently/Occasionally) Freq./ Occas. 56% Rarely/ Never 38% Freq. Occas. Rarely Never Don't Know Ontario Living Magazine 28% 28% 13% 25% 6% City of Ontario's website 50% 45% 13% 37% 24% 21% Notices or flyers included in your 47% 44% 17% 30% 19% 25% 9% water bill Word of mouth 47% 47% 16% 30% 21% 26% 7% *Local unofficial Facebook groups from private community groups 37% 54% 15% 22% 16% 38% 9% City of Ontario e-newsletter 12% 25% 20% 36% 8% 36% 56% *Ontario email alerts 35% 58% 13% 22% 19% 39% 6% *The Nextdoor website or app 34% 56% 14% 20% 13% 44% 9% Q16. I am now going to read you a list of sources from which people get information about the City of Ontario s programs, events and issues. I d like you to tell me how often you use it to get information about such issues: frequently, occasionally, rarely, or never. *Split Sample 24
Continued (Ranked by Frequently/Occasionally) Freq./ Occas. Rarely/ Never Freq. Occas. Rarely Never Don't Know Inland Valley Daily Bulletin online 20% 17% 44% 9% 30% 61% 11% or in print *The Phone App known as My Ontario 24% 60% 15% 15% 45% 15% 10% *City of Ontario's official Facebook page 24% 69% 15% 21% 48% 8% 9% *City of Ontario videos on YouTube 14% 18% 50% 13% 19% 68% 5% Ontario City Council meeting in-person or streaming online 17% 74% 14% 20% 54% 9% Q16. I am now going to read you a list of sources from which people get information about the City of Ontario s programs, events and issues. I d like you to tell me how often you use it to get information about such issues: frequently, occasionally, rarely, or never. *Split Sample 25
Demographics of Respondents 26
Over two-thirds have lived in the City of Ontario more than 11 years. 10 years or less 37% 11 to 15 years 9% 16 to 20 years 15% 21 to 25 years 11% Over 25 years 27% Don't know 1% Q17. About how long have you lived in Ontario? 27
Nearly two-thirds reported they have received the vaccine, and two-in-ten say they plan on getting it. Yes, received vaccine 64% No, not received vaccine, but will get 10% it when available No, not received vaccine, but will not get the vaccine when available 20% Don t know 6% Q18. Have you already received one or both doses of the coronavirus vaccine? 28
About one-third reported that their commute home from their work takes over 30 minutes. I work from home 11% 15 minutes or less 23% 15 to 30 minutes 32% 31 to 60 minutes 20% More than 60 minutes 13% Don t know 1% Q23. On average, how long is your one-way commute from work to home? 29
Residents who say they have lived in Ontario under 10 years are the most likely to have longer commute times. Commute Time by Years Living in Ontario 31 to 60 Minutes More than 60 Minutes 51% 39% 25% 28% 27% 15% 8% 19% 12% 26% 24% 20% 18% 15% Less than 5 Years 5-10 Years 11-15 Years 16-20 Years 21+ Years (% of Sample) (27%) (14%) (9%) (15%) (35%) Q23. On average, how long is your one-way commute from work to home? 30
Conclusions 31
Conclusions Overall, residents believe that Ontario is an excellent or good place to live and feel that things are headed in the right direction in the City. Residents feel that the City offers a safe, quiet town feel that is also large enough to offer services, shopping, and entertainment options without having to travel far. The most serious issues in the city include homelessness, crime (in general), the loss of local businesses, and the cost of housing/lack of affordable housing. Issues such as traffic and rundown/abandoned buildings were also cited as serious issues directly by residents but were considered second-tier concerns compared to the aforementioned issues. 32
Conclusions: City Services Over half say that the City is doing an excellent or good job at providing services to its residents, and over a quarter say the City is doing a fair job. Residents are most satisfied with public safety services, including fire protection and paramedic services and 911 emergency response. Library services are also among some of the services residents are most satisfied with. However, addressing homelessness and enforcement of poorly maintained housing and buildings are services residents are the least satisfied with. Most residents feel that it is important to fund both youth and senior services and programs: however, a stronger majority believe it is very important to fund youth services/programs (70%) compared to senior services/programs (57%) Key Note: Although public safety services rank the highest in satisfaction, services such as the library and community programming (events, youth/senior services) and infrastructure maintenance are still services that are important to the community, and are being ranked high in satisfaction, even after coming out of a year of social restrictions during the pandemic. 33
Conclusions: Public Safety Issues Although crime in general is considered to be a serious issue by a majority, only a third believe crime has increased in the last five years a majority feel crime has either stayed the same or decreased since. A majority also feel very or somewhat safe walking in their neighborhood at night, although residents are split on whether they feel safe or unsafe walking in the park closest to them at night. Key Note: Residents who mentioned crime is the most serious issue facing the City spoke about it in more general terms. When they specified the types of crime, they cited low-offences such as speeding and code violations (appearances of buildings), indicating residents may not necessarily think of more serious or violent crime when they say crime has increased. 34
Conclusions: Communications Residents most frequently use Ontario Living Magazine or the City of Ontario s website to obtain information about the City s programs, events and issues. - The City s official social media accounts are used significantly less frequently, including the My Ontario app, as are city council meetings. Key Note: Residents seem to be highly unfamiliar with social media accounts and the My Ontario app. Rather than viewing them as poor means of communication, consider expanding awareness of these resources, while maintaining other sources of information (such as water bill inserts) in order to reach a wider spectrum of residents. 35
City of Ontario 2021 Resident Satisfaction Survey 320-951
